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Terms & Conditions

Payment Terms & Quotations

Medstrom value your custom and respectfully remind you that payment terms are 30 days from the invoice date unless otherwise stated. All capital invoice are due for immediate payment, therefore please send payment in accordance with the invoice due date.  Medstrom reserves the right to charge interest at the rate of 8% per annum on any overdue invoices. Invoices that are not challenged within fourteen days of the invoice date, remain due in accordance with invoice due date. Agreed KPIs will be invalid if payments are delayed. Any discounted rates/prices are also subject to prompt payment in line with standard NHS payment terms.

Medstrom operate a “No PO No Product” policy – official purchase order numbers are required for rental of Medstrom equipment during business hours, unless terms have been previously agreed with our Sales Director.  Any equipment provided out of hours must have a requisition number with the official purchase order number to be supplied next working day.
Rental contracts cannot be cancelled unless Medstrom have received a valid Purchase Order.If you have any invoice queries, please contact us on 0845 371 1717 or by email at quoting the reference at the top of your invoice. Any prices quoted exclude VAT. Capital quotations are valid for 30 days and title shall pass to the customer as soon as Medstrom has received payment for the products in full.

Quotes for Capital purchases are valid for 90 days.

A lease quote is only valid for 7 days. Prices may vary following that if interest rates change. Any lease customer may be credit checked during the approval process. Lease charges are based on payments in advance unless otherwise stated on the quote. Deferred payments are payments in arrears.

A Purchase order is a legal binding contract and shows your commitment to pay for products and/or services, cancellation is not permitted.

Medstrom reserve the right to charge rental automatically after a free of charge period has elapsed unless the offer is extended by an approved Medstrom employee.

Fixed Period Rental

A purchase order is required in advance covering the entire period of the fixed period rental (FPR) agreement. Invoicing for FPR agreements will be monthly in advance and the entire period will be invoiced even if the product is called-off prior to the end of the FPR term.

At the end of the rental period the rental product/s must be left in an agreed location for collection. We will continue to charge the daily rate for product that cannot be located by the technician when they attempt the collection. Foam mattresses not returned will be charged at full capital price. For specialist surfaces (Dolphin, TurnCair, Arise), upon request, we will provide a sheet change every three months. At this point the air supply unit will have a safety and function check.

Top covers must not be sent to the hospital’s laundry.

Lost / Missing Equipment

If a rental product is not able to be located by our clinical or technical teams, during normal checks, Medstrom will issue the customer with a ‘Notification of lost product’ letter. The letter will provide all relevant details in relation to the rental equipment, such as; Rental contract number, date of installation, ‘requested by’ name, installation location, equipment type and the associated asset(s) / serial number(s) . Medstrom will expect the customer to then use internal methods of communication to try and locate the product. The daily rental rate will continue to be charged until such time that the customer informs Medstrom that the product has either been found or is  confirmed to be missing.  In the event that the equipment is located and still required for use, the customer will be required to contact Medstrom in order to arrange a service or exchange of the equipment. In the event that the equipment is located, but no longer needed, the customer will be required to contact Medstrom to arrange a collection. If the equipment is confirmed as missing / lost, the customer will be required to contact Medstrom in order to discuss billing options, including ongoing rental charges, or a cost to pay for a replacement.

Medstrom will be unable to accept liabilities that may arise for any equipment that cannot be located whilst outside of its service schedule, whether Medstrom or customer owned, where Medstrom has responsibility for maintaining the equipment.

Damaged Equipment Charges

The customer will be charged for damage that occurs to any part of a rental product while in use.


The Company reserves the right to make scheduled deliveries each of a part only of the overall amount and value of goods ordered by the buyer. Where any such scheduled delivery is made the goods comprised within each delivery shall be deemed to have been sold and delivered under a separate contract for the sale of the goods the subject of such delivery and will be invoiced separately. The Buyer will pay for the goods delivered in each scheduled delivery without set off, counter claim or deduction in respect of any previous or future scheduled delivery or other goods ordered from the Company.

Product Removals

It is the customer’s responsibility to ensure that Medstrom are notified that equipment is available for collection. Where applicable the daily rental rate will continue to be charged if a product serial number is not provided at the time of request for removal. If the serial number is not available, the charges will cease when the Medstrom technician has removed the product and the serial number has been verified.

Product Moves

It is the customers responsibility to ensure that Medstrom are notified that equipment has moved from its original delivery location. The daily rental rate will be charged to the ward the equipment is currently registered to on our system. If the product has been moved internally, Medstrom need to be notified as soon as possible to make the appropriate changes on our system. We are unable to backdate any move requests or credit/reinvoice for equipment that has been moved where Medstrom have not been notified.

Access Rights

Medstrom service personnel expect to be granted the right to enter customer premises during reasonable times in order to provide service to equipment under a warranty or maintenance contract. Equipment maintenance, repair and/or callouts may be subject to additional charge for items that are not covered under a warranty or maintenance contract, or where reasonable access has been refused.

Medstrom Specialist Bed Range Warranty

Medstrom offer a 10-year warranty on bed frames, backed-up with a five-year warranty on all electrical parts. This is a no-quibble warranty on the condition that a Medstrom Maintenance Service contract is purchased, utilising approved OEM parts and that the product is not subject to use beyond the manufacturer’s guidelines and normal wear and tear.

If no service contract is in place within the first year of purchase the warranty will revert to two years only.

Third Party Equipment

Medstrom works with multiple manufacturers to provide true clinical choice by providing access to a range of products that would normally be restricted with the limited range of a single manufacturer. Manufacturers of Medstrom-supplied products continually look to develop and improve their products, and this is usually subject to change without notice. Medstrom cannot therefore make any commitment to update or keep current, the information provided by the manufacturers in the various user and service manuals and quick user guides. All manufacturers typically reserve the right to make changes without notice in design, specification, and models.

Planned Preventive Maintenance

Includes annual inspection, preventative maintenance, scheduled function performance, calibration/adjustment of electrical or mechanical components and electrical safety testing. Products need to be made available. Spare parts are not included. *See exceptions below.

Fully Comprehensive Maintenance

Includes inspection, preventative maintenance as above, call-outs, repairs, software upgrades, all parts and labour. *See exceptions below.

*These service offerings do not include cover for:

  • Damaged product – any parts that need to be replaced due to damage (HAD) will be billable.
  • Missing parts – any parts that are missing at point of service will be billable.

Cancelled Deliveries – En-Route/On Site Refusal

Medstrom reserve the right to recover the delivery/transport charge from customers, for any orders which are cancelled by the customer after 2 hours has elapsed from the initial order request. If this request was for rental equipment, Medstrom will also charge the first day’s rental.